110405 Linkedin Face Marketing Presentation

How to put a social media plan together for your business with video highlights. Presentation given at Travel Technology Show, 9 Feb 2011 Presentation is tailored for travel companies but key messages for any size of business.

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1. Are you ready for 2 way conversations?• It permeates “how” not “what” you do• It has to fit with everything else ‐ not about building buzz or pushing product• It’s how you support “word of mouth marketing” with your key advocates as well as customers

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3. Roadmap everything• Who’s going to do posts and how frequently?• What happens when its positive, bad?• Who needs to know?• How quickly are we going to respond versus normal response times?• When do we not respond?• When do we escalate? Source: Flickr chucknado

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3. Staff Guidelines• Do • Don’t• Project team • Rush in to answer every • Experiment post• Ask lots of questions • Use corporate speak• Be as honest as you can • Treat it like a sales • Appoint Community channel Manager • Neglect your site • Find Board Sponsor • Expect customer service to answer posts without training

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3. Leverage each channel• Phase the roll out slowly and optimise regularly• Ensure links between Tweets, Linkedin, Facebook and YouTube to optimise contentKey Question“How can each of these channels best improve our customer brand experience”

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3. Working with your influencersIf you are a business travel companyreach into the rightcommunities of Self employed and Startups

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3. Building engagement• Using social media monitoring tools to spot opportunities in Twitter and in online communities• Set up your keywords for your market and include competitor terms• Run reports to track level of sentiment about your brand